Montserrat Melis

MARIA MONTSERRAT MELIS OTONEL - - Santiago, Chile-- www.linkedin.com/in/montserratmelis SUMMARY Degrees in Business Studies and in Computer Sciences. Diplomas in Operations Management and in Business Process Management BPM/IT. Broad experience in business process optimization and continuous improvement. Has worked in process and project areas, in financial, retail, public service, health and telephony sectors. Direct support to expert teams: business, systems, PMO, quality, operational risk, continuity, information security, change management, document management. Experience in project management and software functional definitions, in the financial sector, health services, and social programs. Has also served as document manager and consultant. PROFESSIONAL EDUCATION  Diploma in Business Process Management BPM and TI Federico Santa María Technical University, Santiago, Chile 2013  Diploma in Operations Management Catholic University, Santiago. Chile 1999  Bachelor in Computer Management Diego Portales University, Santiago, Chile -  Bachelor in Business Studies University of the Balearic Islands, Spain - OTHER SKILLS  Soft Skills Ontological Coaching Workshop.  Process and Quality Management Management: Business Process Management (BPM), Quality Management and Continuous Improvement (ISO 9001), Risk Management (ISO 31000), Information Security (ISO 2701), ITIL, CMMI. Modelling: Aris, Visual Paradigm, Corporate Modeler, Bizagi, Visio. BPMN and UML notation.  Project Management Traditional methodology and RUP. General knowledge of agile PMBOCK and Scrum methodologies.  Document Management SharePoint, DocuShare.  Computing Productivity Tools: Excel, Word, Power Point, Outlook, MS Project, SPSS Data Bases: MS/Access, SQL Server, ClickView LANGUAGES  Intermediate English  Native Spanish PROFESSIONAL EXPERIENCE REDBANC (chilean interconnected banking network management company) PPQA Consultant (Process and Product Quality Assurance)  Diagnosed adherence of project development processes to standards CMMI. 2019 (3 months) CLARO CHILE (mobile phone company) 2018 (3 months) Process Consultant  Defined and documented required adjustments to postpaid plans’ sales processes for Claro Authorized Distributors cannel. MIND THE GAP (financial business consulting firm) 2018 (4 months) Consultant  Supported the consulting team in defining growth strategies for cash management banking business.  Conducted a comparative evaluation of the Scotiabank / BBVA money laundering regulations. MINISTERIO DE VIVIENDA Y URBANISMO (Ministry of Housing and Urban Development) 2017 (5 months) Process Engineer  Provided assistance in the implementation of process approach  Supported the certification of quality system, information security system and risk management system.  Modeled institutional processes and identified improvement opportunities for performance management and soil management processes. BANCOESTADO (State Bank) 2008 to 2016 Project Manager  Managed the implementation of Business Process Management methodology in the areas Payment and Collection Services, Credits for Real Estate Projects, Claims Management, Operational Risk and Continuity, Banking Fraud and Wholesale Banking Commercial Platform, among others.  Led process improvement for new transactional core system (mass payment and collection services), with the aim of bringing down transaction costs and expedite sails.  Performed or supervised lifting and defining business requirements for Web Wholesale Banking in the Foreign Trade and Current Accounts areas. RIPLEY (retail and finance company) 2006 - 2007 RETAIL Arm - Business Processes Manager  Lifted work processes related to waste reduction, in the areas of Customer Service, Technical Service, Reception and Dispatch.  Standardized the process of Ripley Commitment Guarantee delivery.  Designed a model for the drafting of norms and operating procedures, and their effective dissemination in Ripley branches through a unique system of regulations. FINANCIAL Arm - Process Manager  Supervised documentary management team.  Identified and documented extensions or adaptations of the existing processes required for the effective implementation of a new Credit Card Management System (SAT), both in Chile and Peru. Customer acquisition, admission, registration and authentication, card issuing, billing, collecting and accounting.  Managed project for quality customer data, enforcing standards, establishing debugging procedures and redefining entry and update operations. JUNTA NACIONAL DE AUXILIO ESCOLAR Y BECAS (national organization for school aid) 2001 - 2005 Operations and Systems Analyst  Managed computer projects for School Health Programs, in charge of all stages: design, planning, coordinating, implementing, approving and monitoring compliance.  Prepared terms of reference, tendered and contracted development, mass digitization and consulting services.  Participated in the integration of JUNAEB as a founding member of the Latin America and Caribbean School Food Network. Management Control Analyst  Evaluated tender proposals from concessionaires of the School Feeding Program.  Worked with data, obtaining, analyzing, processing and presenting management information. CERÁMICAS INDUSTRIALES S.A. (industrial ceramics company) 1999 - 2000 Management Consultant for Finance and Administration Department  Performed surveying of factory processes and a diagnostic report of production operations for a subsidiary company of the holding.  Designed an incentive model according to productivity and quality indicators. VM INGENIEROS CONSULTORES ASOCIADOS (VM associated consulting engineers) Junior Consultant HOSPITAL CLÍNICO UNIVERSIDAD CATÓLICA DE CHILE (hospital of Chilean Catholic University) Application Analyst 1998 -